Any patron complaints (whether in person, over the phone, or via chat) should be routed to Laura Hutton, Brad Matthies, or Heather James.
If you find yourself fielding a patron complaint, please do not feel the need to engage, defend the library, or make any comment on the complaint. Instead, you can say something like, "I'm sorry that you feel that way. Could I please take your name and contact information so that my supervisor can get in touch with you?"
If you are experiencing any form of harassment, bullying or intimidation from a patron, please hang up the phone/end the chat and block the user/walk away from the desk and go to the back workroom. Make sure you flag down a supervisor or call Campus Security as needed.